Audience: Community Administrator | Module: Administration
The Support Bot is an AI-powered assistant built directly into the Unimarket portal. Use it to get fast answers to common questions without leaving your screen. If you need more help, you can raise a support ticket from the same chat window and our team will follow up by email.
Why it Matters?
Before the Support Bot, finding answers often meant leaving Unimarket to search help docs. This new capability is intended to give your team quicker, more convenient access to answers. Expanding the breadth of knowledge available, while reducing time spent searching for information. The bot puts answers directly where you work:
• Instant responses — no wait time for common questions
• Draws from Unimarket help documentation and your organization's specific content
• Raises a support ticket in seconds if the bot can't fully resolve your question
Prerequisites
- Users with the Community Administrator role, only.
Ask the Support Bot
Step 1 — Open the Support Bot
- Go to the Administration module in Unimarket.
- Click the encircled question mark icon (?) in the upper-right corner of the screen. → The Support Bot chat window opens.
Step 2 — Enter your question
3. Type your question into the chat input field.
Be specific — e.g. "How do I add a new approver to a workflow?" gets better results than "approver help".
4. Optional: Attach a relevant document by clicking the paperclip icon (📎) before sending.
5. Click Send. → The bot processes your question and returns an answer.
Step 3 — Review the response
6. Read the bot's answer in the chat window.
7. If related help articles are surfaced, click View Article to open the full article in a new tab.
Tip: Ask follow-up questions in the same chat window. The bot retains context from earlier messages in the session.
Escalate to the Support team
If the bot's response doesn't fully resolve your question, you can create a support ticket directly from the chat window — no need to switch tools or find a separate form.
1. In the chat window, type: Transfer to Agent and press Send.
2. Answer the follow-up questions the bot asks. → This information is used to create your ticket.
3. A support ticket is automatically created. → You will receive a confirmation and the Support team will respond via email.
Note: Once your ticket is created, the Support team will reply to the email address associated with your Unimarket account.
How to confirm it worked
• Your question receives a response in the chat window.
• Related help articles are listed below the answer (where applicable).
• If you escalated: a ticket confirmation message appears in the chat and you receive an email acknowledgement.
Troubleshooting
| Issue | Fix |
| I can't see the question mark icon | Confirm you have the Community Administrator role. Contact your Unimarket admin if unsure. |
| The bot's answer doesn't match my situation | Try rephrasing your question with more detail, or type Transfer to Agent to raise a ticket. |
| I didn't receive a ticket confirmation email | Check your spam or junk folder. Confirm the email address on your Unimarket profile is correct. |
| The chat window won't open | Refresh the page and try again. If the issue persists, raise a support ticket via your admin or account manager. |
| I accidentally closed the chat mid-session | Re-open the bot via the (?) icon. Your previous chat history is saved and will reload. |
What’s Next/Related
You can also watch a short video: